Aberdeen surveyed 240 users and managers of IT support to find out how organizations in this new world can ensure that workers are productive and customers enjoy their products. The 107 support managers who responded to Aberdeen’s survey ranked the metrics they use to evaluate their IT support staff on a scale from one to five, where 1 was the highest priority and 5 the lowest. The functional tie between first-call resolution, customer satisfaction, priority of issues resolved, and speed of issue resolution reflects the number of competing mandates technical support must balance.
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What Is World-Class IT Support?
Posted by: Gaurav Patil, Max Gladstone and Nathanial Rowe December 3, 2010 05:00 AMAberdeen surveyed 240 users and managers of IT support to find out how organizations in this new world can ensure that workers are productive and customers enjoy their products. The 107 support managers who responded to Aberdeen’s survey ranked the metrics they use to evaluate their IT support staff on a scale from one to five, where 1 was the highest priority and 5 the lowest. The functional tie between first-call resolution, customer satisfaction, priority of issues resolved, and speed of issue resolution reflects the number of competing mandates technical support must balance.